AAA Pet Resort is a family-owned premium boarding resort in Brisbane, caring for dogs and cats in style and comfort. We're looking for a warm, driven person to be the face of our front desk and the first voice our customers hear.
This is a customer-facing role where genuine service and confident selling go hand in hand. You'll greet every customer and their pet with real energy, own the phones and enquiries, and turn interest into confirmed bookings. You'll manage our booking system and customer records, follow up every lead, and help keep our rooms full — all while making people feel their pet is in the best possible hands.
If you love people and animals, think commercially, and get a buzz out of turning an enquiry into a happy, returning customer, this is for you.
• Greet customers and their pets in person with warmth and energy
• Answer calls, emails and enquiries quickly and professionally, and convert them into bookings
• Manage bookings, deposits, quotes and customer records in our booking system / CRM
• Follow up every lead, quote and incomplete booking so no opportunity is missed
• Recommend add-ons, packages and upgrades that suit each pet
• Build relationships that bring customers back and generate referrals
• Keep the front desk organised and plan the day ahead so the team knows what's arriving
You're a natural with people and confident asking for the booking — not just taking it. You've worked somewhere that customer enquiries were actively won, not simply processed, and you understand that great service and driving bookings are the same job.
You are someone who:
• Genuinely loves animals and people, and it shows the moment someone walks in
• Is a confident communicator in person, on the phone and in writing
• Takes ownership and finds solutions without waiting to be told
• Is organised and calm juggling several customers and priorities at once
• Picks up new systems quickly and likes improving how things run
• Is reliable, accountable and self-motivated and able to work Tuesday to Saturday
Essential
• 2+ years in a customer-facing customer service, reception, sales support or hospitality role
• Genuine sales or conversion experience — following up enquiries and turning them into outcomes
• Confident using booking systems or CRMs to manage customers and follow-ups
• Strong organisation, time management and written/verbal communication
• Available Tuesday to Saturday
Highly desirable
• Experience in hospitality, accommodation, veterinary, pet care or another premium service business
• Experience working to KPIs like response times, conversion or customer retention
• Familiarity with CRM platforms (e.g. Salesforce, Pipedrive or similar)
We're a growing, family-owned business built on trust, care, loyalty and doing the right thing — for our customers, their pets, each other and the business. We're passionate about creating five-star experiences, and we want people who share that.
If you're after more than just a job — great people, strong values, an amazing environment and a genuine passion for what we do — we'd love to hear from you.
Please apply with your resume and a short cover letter answering the questions below.
1. Sales & lead conversion — Have you worked in a customer service, sales support, hospitality or customer success role where managing leads, following up enquiries and converting opportunities were key? Please give an example.
2. CRM & bookings — What booking systems or CRMs have you used (e.g. Salesforce, Pipedrive or other), and how have you used them to manage customers, follow-ups or bookings?
3. Proactive follow-up — At AAA Pet Resort, every enquiry is an opportunity. Describe how you follow up enquiries, quotes or incomplete bookings to maximise conversion.
4. Customer experience — Tell us about a time you delivered an exceptional customer experience that went beyond expectations. What did you do, and what was the outcome?
5. Ownership — Describe a time you spotted an opportunity, improved a process or took ownership of an outcome without waiting for direction.
6. Culture fit — We're a pet-focused workplace where you can bring your dog to work. Why does working in a pet-focused environment appeal to you?